HCA, Hospital Corporation of America Director of Patient Experience in Austin, Texas


    The successful candidate will interact with direct caregivers, ancillary and support staff and HCA facility, division and corporate senior leadership. The visibility of the position, the importance of its success and scope of the work to be accomplished make this one of the most important and challenging positions in healthcare today. This position has been designed to provide thought leadership and subject matter expertise, execution and alignment of all initiatives, policies, programs and education that will lead to a "world-class experience” for all patients and families receiving care or services within HCA. The position also requires the candidate to be a “champion” for patient rights and organizational ethics. We are seeking enthusiastic, independent, highly skilled, patient- and consumer- focused health care leaders as candidates for this position.


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/ Strategy: /

  • Provides leadership and operational oversight; plans, organizes and facilitates execution of the HCA patient experience framework designed by the Chief Patient Experience Officer

  • Responsible for the execution, implementation and sustainability of patient satisfaction initiatives to improve the patient experience across the division or facility in alignment with the strategic and operational objectives of the division/facility and the Chief Patient Experience Officer

  • Ensures execution of division/facility framework that aligns with the enterprise framework for patient experience that includes hiring and onboarding the right people, arming leaders and staff with the education and skills to accomplish the results, actively monitoring progress and rewarding and recognizing accomplishments.

  • Utilizes evidenced based practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding(SM), Standards of Behavior, Peer Interviewing, etc.

  • Actively pursues integration and utilization of data sources including quality, human resources, finance and other key operational indicators across the division/facility and provides analysis and consultation

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    / Training Facilitator/Coach: /* *

  • Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families and incorporates those into actionable and measurable systems to achieve results

  • Coordinates or provides directly, training classes or other programs to ensure new & existing staff have proper tools and preparation to perform their daily tasks and duties in a manner that consistently enhances the patient experience

  • Consults with key resources in the Leadership Institute regarding curriculum planning and education to all leadership and hospital staff to ensure continuous quality improvement

  • Provides one-on-one and team/department coaching for division and facility leadership as well as staff that targets improving customer satisfaction and patient experience

    / Patient Experience/CAHPS Champion: /* *

  • Provides support and direction in regards to obtaining favorable CAHPS results

  • Monitors and evaluates reports consistently, trouble shoots areas of concerns; implements corrective action as needed

  • Collaborates with division/facility leadership to develop and implement business plans as well as short- and long-term goals designed to improve and enhance patient satisfaction and service excellence (Specific strategic focus is on CAHPS survey performance, initiatives, and programs designed to increase and maintain high levels of satisfaction)

  • Uses knowledge of the implications of measures for CAHPS results and for CMS guidelines regarding the recording of patient satisfaction results among quality data to impact the division’s overall effectiveness and bottom line

  • Support and coordinate the practice of quality standards for patient care are expanded to other clinical entities, thus assuring efficient and effective coordination and delivery of all patient care services

  • Engages actively all levels of leadership and staff to maximize and scale evidenced based practices

  • Navigates the nursing care environment and other points of direct patient interaction and works through hospital staff providing direct patient care to achieve the desired patient care experience outcomes

  • Participates in related Patient Experience meetings/committees, etc.

    / Project Management: /* *

  • This role will lead a variety of initiatives intended to achieve, maintain and maximize a robust process improvement culture

  • Works closely with internal and external parties to manage and facilitate high visibility processes and projects which enhance patient experience

  • Works collaboratively with facility, division and corporate leadership to improve the overall quality of the patient experience and ensure that all related initiatives remain on schedule

  • EDUCATION: * Bachelor’s degree required; Graduate degree preferred.

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  • EXPERIENCE * /:/ Required: 5-7 years relevant experience; 3-7 years of management experience


    • LEAN experience preferred; Six Sigma Black Belt Certification or Six Sigma Green Belt Certification preferred

    • Candidates who meet these qualifications may come from a variety of backgrounds: Nursing, Social Work, Education, Medicine, etc.

    • Working knowledge of CAHPS and other patient experience surveys/metrics

    • Knowledge of current trends and best practices in patient experience and service excellence relevant to services provided by hospitals, medical staffs, and integrated healthcare systems

    • Knowledgeable about patient and family centered care initiatives, hospital organizations, policies, procedures and forms

    • Resourcefulness to identify and search for information that is not readily available

    • Ability to establish and maintain effective working relationships across the HCA enterprise

    • Demonstrated track record of bringing great ideas in patient service to fruition through the alignment of ideas, people and processes

    • Expertise in service recovery and cutting edge patient service programs is highly desirable

    • Highly developed thoughtful, analytical skills; ability to function at a high level in a fast-paced environment

    • Superb interpersonal, verbal and written communication skills, particularly in the areas of caring and compassion, to communicate effectively with patients, physicians, managers and high-level administrative staff as well as nursing, clinical and other support staff who are critical to facility functions

    • Must be able to establish credibility, to be decisive, tactful & flexible

    • Able to prioritize and manage multiple projects simultaneously. Demonstrated experience as a project manager, preferably related to customer and/or patient satisfaction, with the ability to effectively lead project teams and keep teams on task

    • Strong working knowledge of theories and principles of facilitation/process improvement tools and techniques

    • Ability to act independently to solve problems and develop recommendations. Undeterred by challenges and barriers to change as well as persistent and undaunted by resistance

    • Collaborative, transparent, approachable and passionate about the goals at hand

    • Results-oriented with the ability to not only set goals but also implement and monitor plans for improvement

    • Proven ability to bring projects to successful completion with sustainability

    • Politically savvy, understands when to seek counsel and to involve others; results-oriented change agent who is an effective business systems thinker

    • Proficiency in computer applications required

    • Must maintain confidentiality of patient and employee records


    Required: none

Title: Director of Patient Experience

Location: Texas-Austin-Partnership Market Office

Requisition ID: 06766-49966